Human Resource Management and competitive advantage

​Human Resource Management and competitive advantage

Write an essay to evaluate how training and development of employees benefits an
organization through delivering superior customer service. In your essay make sure
to discuss all the following points:
1- Definition of customer service
2- The difference between training and development
3- The benefits of training and development
4- Potential disadvantages of training and development
5- The contribution that employees can make to the brand image of the
organization
6- Performance indicators that an organization could use to measure the level
of customer service
7- Relevant examples
General instructions for students:
Cut-off date: Check LMS
Plagiarism: It’s imperative that you write your answer using your own words. Plagiarism will be
penalized depending on its severity and according to AOU plagiarism policy.
Format: you are expected to write your answer in an essay format: introduction, body
paragraph(s) and a conclusion. Failing to do so could result in the deduction of up to 4 marks
from your total TMA mark.
Word count: your answer is expected to be within the specified word count range. Not adhering
to specified word count could result in the deduction of up to 4 marks of your total TMA mark.
Referencing: You are expected to use the Harvard referencing style for in-text referencing and
list of reference at the end. Failing to do so could result in the deduction of up to 4 marks of your
total TMA mark.
E-library: You are expected to use E-library sources to support your answers. A minimum of 3
sources is required. Failing to do so could result in the deduction of up to 4 marks of your total
TMA mark.
B203B – TMA –First 2018-19 ​Page 1
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Essay Question (100 marks, 1000 words)